Return/Exchange Policy

Return/Exchange Form

A processing fee of 15% of the total returned items will be charged for all returns.

Returns

NCQA will accept returns of publications and items that are accompanied by the original invoice within 30 calendar days of receipt of the order. Returned printed publications and products must be in original condition. NCQA has the right to refuse any return if the item is damaged and not in original condition.

NCQA is unable to accept returns of e-pubs and web-based pubs. No electronic publications and web-based publications may be refunded or exchanged.

When returning or exchanging an item, complete and include an NCQA Return and Exchange Form with the package. Be sure that all packages sent to NCQA are traceable and sent via UPS or the U.S. Post Office. NCQA is not responsible for lost packages. If the return is a result of our error (you received an incorrect or defective item), contact NCQA Customer Support at (888) 275-7585 before returning the item.

Please send items being returned to:

NCQA Returns
1100 13th St., NW Suite 1000
Washington, D.C. 20005

Refunds

A refund for the cost of the returned items minus a 15 percent processing fee will be sent once the item and the NCQA Return and Exchange Form are received. Sales tax, if paid, is refundable. Shipping and handling fees are non-refundable.

If the return is a result of our error (you received an incorrect or defective item), NCQA will waive the processing fee and ship the corrected item at no additional charge.

Exchanges

A 15 percent processing fee of the total cost of exchanged items will be charged. The replacement item will be sent once the item, the NCQA Return and Exchange Form and any additional payment required has been received. Additional payment must include shipping and handling for the replacement item and any applicable sales tax.

Credits

A 15 percent processing fee of the total cost of returned items will be charged. The resulting credit is valid for one year from the date of issue, and those credits unused at the end of 12 months will be forfeited.

Shipping Information

Printed publications and products are shipped via Standard UPS Ground service unless next day service is requested. Please allow 5-7 business days for delivery. Shipping and handling charges are for UPS domestic orders only. UPS and Federal Express do not deliver to P.O. Boxes. For international orders, please call (202) 955-3500 for non-domestic rates. Web-based publications are delivered electronically.

All overnight orders placed after 1:30pm ET will be sent the next business day. If your request is urgent, contact NCQA Customer Support at (888) 275-7585.

Shipping and handling rates for UPS domestic orders

 For orders totaling:

 Please include:

 $1 - $25

 $10

 $26 - $75

 $12

 $76 - $100

 $14

 $101 - $300

 $27

 $301 - $500

 $33

 $501 - $700

 $42

 $701 - $900

 $68

 $901 - $1,200

 $80

 $1,201 - $1,500

 $92

 $1,501 and over

 6% of order total

Please note that the rates above apply to printed publications and products. There is no shipping and handling charge for e-pubs and web-based publications.

Shipping within the U.S.A.

Standard UPS Ground (Commercial or Residential)
Please allow 5 to 7 business days for delivery.

UPS Overnight Please
allow 1 to 2 business days for delivery from date of purchase (delivery date is based upon the time of day order was purchased).

See shipping and handling rates above for all orders. For overnight deliveries, there is an additional charge of $50.00 for the first two publications and $45.00 for each additional 2 publications. (For example, 1 or 2 publications would be $50.00, 3 or 4 publications would be $95.00, 5 or 6 publications would be $140.00, etc.)

Federal Express – Regular or Overnight
Upon your request, your order will be shipped by Federal Express. Your Customer Federal Express number will be required to process your order.

Please allow 1 to 2 business days for delivery from date of purchase (delivery date is based upon the time of day order was purchased). All Federal Express orders placed after 1:30pm ET will be sent the next business day. If your request is urgent, please contact NCQA Customer Support at (888) 275-7585.
See shipping and handling rates above for all orders. For Federal Express, there will be a $10.00 rush handling fee plus your FedEx charges.

Shipping to International Addresses

For all international orders, please call NCQA Customer Support at 202-955-3500 or use the NCQA Contact Us page.

Worldwide Express
Please allow 1 to 3 business days for delivery.

Worldwide Expedited
Please allow 4 or more business days for delivery.

Shipping to Canada

Canada Express
Please allow 1 to 2 business days for delivery.

See shipping and handling rates above for all orders. For Express Service to Canada, there is an additional charge of $50.00 for the first two publications and $45.00 for each additional 2 publications. (For example, 1 or 2 publications would be $50.00, 3 or 4 publications would be $95.00, 5 or 6 publications would be $140.00, etc.)

Canada Expedited
Please allow 3 or more business days for delivery.

Shipping to Mexico

Mexico Express
Please allow 1 to 3 business days for delivery.

See shipping and handling rates above for all orders. For Express Service to Mexico, there is an additional charge of $50.00 for the first two publications and $45.00 for each additional 2 publications. (For example, 1 or 2 publications would be $50.00, 3 or 4 publications would be $95.00, 5 or 6 publications would be $140.00, etc.)

Mexico Expedited
Please allow 4 or more business days for delivery.